Background

Madison Finance Company Limited, one of the leading Financial Services accredited by the Bank of Zambia (BOZ) seeks to recruit a highly motivated, professionally experienced and customer-focused CUSTOMER SERVICE OFFICER (One Position). To be based in Lusaka.

The role focuses on delivering excellent customer experiences, ensuring customer satisfaction, and supporting business growth through effective customer engagement.

Key Responsibilities

• Serve as the first point of contact for customers and provide professional, courteous and timely service through all designated customer service platforms.
• Assist customers with service inquiries and requests in accordance with established policies, procedures and service standards.
• Respond promptly and accurately to customer inquiries, complaints and requests, ensuring timely resolution and customer satisfaction.
• Educate customers on the Madison Finance's products and services and identify opportunities for cross-selling and up-selling.
• Record, maintain and report customer complaints and service-related information.
• Prepare and submit accurate and timely customer service reports.
• Escalate customer complaints and service issues to the relevant departments and actively follow up to ensure timely resolution.
• Monitor customer satisfaction and contribute to a positive customer experience.
• Ensure compliance with internal policies, procedures and regulatory requirements.
• Contribute to continuous improvement of customer service processes and standards.
• Perform any other duties as may be assigned from time to time.

Qualifications, Skills and Competencies

• Grade 12 School Certificate and Bachelor's Degree in any Business-related field
• Minimum of One (1) years' experience in customer service in a banking, microfinance or related environment.
• Self-driven, team player, good communicator and relationship management skills
• High levels of integrity, professionalism and confidentiality.

• Serve as the first point of contact for customers and provide professional, courteous and timely service through all designated customer service platforms.
• Assist customers with service inquiries and requests in accordance with established policies, procedures and service standards.
• Respond promptly and accurately to customer inquiries, complaints and requests, ensuring timely resolution and customer satisfaction.
• Educate customers on the Madison Finance's products and services and identify opportunities for cross-selling and up-selling.
• Record, maintain and report customer complaints and service-related information.
• Prepare and submit accurate and timely customer service reports.
• Escalate customer complaints and service issues to the relevant departments and actively follow up to ensure timely resolution.
• Monitor customer satisfaction and contribute to a positive customer experience.
• Ensure compliance with internal policies, procedures and regulatory requirements.
• Contribute to continuous improvement of customer service processes and standards.
• Perform any other duties as may be assigned from time to time.

• Self-driven
• Team player
• Good communicator
• Relationship management skills
• High levels of integrity
• Professionalism
• Confidentiality

• Grade 12 School Certificate
• Bachelor's Degree in any Business-related field